Why DEIB is Here to Stay: Part 3

Creating Inclusive Veterinary Workplaces

As part of a recent qualitative interview project on diversity, equity, inclusion, and belonging (DEIB) in veterinary medicine, I had the honor of speaking with four incredible leaders: Dr. Valerie Marcano, Dr. Latonia Craig, Dr. Niccole Bruno, and Dr. Kemba Marshall.

Our conversations explored key challenges and opportunities across four major categories:

· Industry-level issues

· Clinic culture

· Working with diverse clientele

· Pipeline development

This blog is the third in a four-part series that identifies patterns across interview responses and highlights actionable strategies for advancing DEIB work. In this article, we shift our focus to how veterinary professionals can better serve a diverse client base through inclusive communication, accessibility, and culturally responsive care.

Methods

To understand how DEIB principles can be applied in client care, I conducted semi-structured interviews with four leaders in veterinary DEIB work. These professionals shared stories, insights, and challenges related to the client experience—from intake forms to community outreach.

Meet the Interviewees

Dr. Valerie Marcano is the co-founder of Pawsibilities Vet Med, a 501c3 nonprofit that leverages mentorship, professional development, and resources to empower current and future veterinary professionals. Her insights stem from years of advocacy, mentoring, and frontline DEIB work—all while balancing a full-time career and personal passions like playing in a band.

Dr. Latonia Craig serves as the Chief Diversity, Equity, and Inclusion Officer at the American Veterinary Medical Association (AVMA). Before joining the AVMA, Dr. Craig served as Assistant Dean for Diversity at Purdue University’s College of Veterinary Medicine. Her academic journey includes graduate work in Pan-African Studies, a second master’s in Urban Educational Leadership, and a doctorate focused on race and gender perceptions of leaders.

Dr. Niccole Bruno is the founder of blendVETⓇ, an organization dedicated to advancing DEIB in veterinary medicine. Inspired by her own experiences as an underrepresented professional, she transitioned from clinical practice to focus on building a more inclusive future for the profession—especially for the next generation. Through blendVETⓇ, she leads DEIB training, student and parent programming, and community-based access-to-care initiatives.

Dr. Kemba Marshall is a veterinary leader whose diverse career—spanning private practice, emergency medicine, corporate leadership, and research—has shaped her commitment to equity, inclusion, and professional growth in veterinary medicine. She recently served as editor of the newly released book Diversity, Equity, and Inclusion in Veterinary Medicine, a collection that explores the challenges and opportunities for creating a more inclusive profession.

What is DEIB?
Before we jump into interview themes, I think it is helpful to understand what DEIB is.

DEIB stands for Diversity, Equity, Inclusion, and Belonging—a framework that guides efforts to create more fair, welcoming, and supportive environments. In veterinary medicine, DEIB helps ensure that all individuals—regardless of background, identity, or lived experience—can thrive within the profession, from the clinic floor to the classroom to the industry level.

• Diversity – The presence of differences in identity, background, experience, and perspective (e.g., race, gender, ability, socioeconomic status).

• Equity – Ensuring fair access to opportunities, resources, and support based on individual needs and circumstances.

• Inclusion – Creating environments where all people feel welcomed.

• Belonging – Feeling comfortable and accepted in a particular group.

Key Themes in Serving Diverse Clientele

1. One Size Does Not Fit All

Veterinary clients come from a wide range of cultural, socioeconomic, and linguistic backgrounds. Yet many clinics still operate with a single model of care delivery—one that assumes all clients have the same resources, knowledge, and comfort levels when navigating veterinary spaces.

Dr. Kemba Marshall shared, “We have to treat each client as an individual.” Some clients may be juggling multiple jobs, others may face barriers in transportation, language, or digital access.

A client’s ability to consent to treatment, ask questions, or follow aftercare instructions can be deeply influenced by these social factors.

Meeting people where they are—offering flexible payment plans, clear communication, and multiple care options—can foster trust and improve outcomes. Spectrum of care doesn’t mean compromising medical standards; it means creating equitable pathways to achieve them.

“The same way we talk about spectrum of care for our patients… we need to rely on that for our clients.” — Dr. Valerie Marcano

2. Language Access Is Essential

Clear communication is central to veterinary care—but it can’t happen when language is a barrier. Many clients navigate appointments with limited English proficiency or may use English as a second or third language. Others may rely on visual or nonverbal modes of communication altogether.

“Is English the primary language spoken at home? Do you require translation services? Please ask at intake.” — Dr. Latonia Craig

Language access is more than a kind gesture—it’s a clinical necessity. Miscommunication about medication, procedures, or discharge instructions can lead to poor health outcomes or even ethical dilemmas.

While Spanish is often prioritized, communities may also need translation in other languages, as well as braille or American Sign Language (ASL). If you don’t currently have access to multilingual support, consider exploring interpreter services or investing in translation apps for basic interactions.

3. Accessibility Goes Beyond Language

Accessibility isn't only about what’s said—it's also about how people experience your clinic space. Many clients face barriers related to physical mobility, sensory sensitivities, cultural identity, or even psychological safety.

“Things like gender-neutral bathrooms and wheelchair-accessible spaces matter—especially for communities already facing fear and exclusion.” — Dr. Valerie Marcano

Physical accessibility includes things like ramps, wide doorways, and restrooms with space for mobility devices. But emotional accessibility is just as important: Are your waiting rooms calm and welcoming? Do your team members know how to assist a caregiver with a service animal—or support a neurodiverse child who’s overwhelmed in a busy space?

Something as small as offering headphones or providing a quiet corner for overstimulated visitors can make the difference between a positive and negative experience.

4. Address Financial Barriers with Compassion and Creativity

Financial stress is one of the most common—and most emotionally charged—barriers for clients. Unfortunately, stigma around affordability often makes clients feel judged, unwelcome, or helpless.

Clients shouldn’t have to choose between rent and caring for their pet. And when they do, they need solutions—not shame. Several interviewees emphasized the importance of having accessible care options built into your clinic’s model.

This might look like:

• Sliding-scale or incremental payment options

• Knowing where to refer clients for spay/neuter or wellness care

• Connecting clients to grant programs like AVMF’s REACH Program or AlignCare

• Keeping a donation jar or fund for emergency care

As Dr. Marcano emphasized, simply knowing what resources are available in your area—and being willing to offer them—can help reduce the shame clients often feel when they can’t afford recommended treatment.

5. Care Begins Before the Client Walks In

Client care isn’t limited to the exam room—it starts the moment someone books an appointment, visits your website, or walks through the door. First impressions shape whether clients feel safe, understood, and respected.

“You can minimize first-visit stress by giving clients guidance up front. What can they expect?” — Dr. Latonia Craig

This could be as simple as explaining parking logistics or what paperwork they’ll need. More inclusively, intake forms can ask about language preferences, pronouns, accommodations, and communication needs.

Inclusive signage, welcoming language, and culturally responsive staff training all signal to clients: You belong here. Proactive communication helps ease anxieties and demonstrates care long before the pet is even seen.

DEIB isn’t just a concept. It’s built through relationships, communication, and respect. Small moments—saying hello, listening attentively, respecting boundaries—are the foundation of inclusive culture.

Actionable Strategies: What You Can Do Now

1. Practice Cultural Humility

Cultural humility involves ongoing self-reflection and a willingness to learn from others. It acknowledges that we can never know everything about someone else’s identity or experience, but we can approach every interaction with curiosity and care.

To cultivate cultural humility:

• Ask open-ended questions rather than make assumptions

• Learn basic concepts about cultural communication styles

• Reflect on your own biases and how they might affect your interactions

• Create space for clients to share their perspectives and preferences

• Seek out professional development and DEIB (diversity, equity, inclusion, and belonging) training

This isn’t about being perfect. It’s about being present, listening, and adapting.

2. Translate Intake and Discharge Forms

Start with your most-used client forms. Translate them into Spanish and any other language commonly spoken in your community. Use plain language and offer assistance reading or completing forms if needed.

“It's knowing who you're serving. Where are you? And what is your common barrier? Is it language? Is it cultural? Is it accessibility? So, knowing who your demographics are of your predominant client, helps you to at least meet that need right off the bat.” – Dr. Niccole Bruno

3. Create a Welcoming Physical Space

Small changes go a long way:

• Gender-neutral and wheelchair-accessible restrooms

• “Take What You Need” baskets with snacks, tissues, hygiene items

• Signage in multiple languages

• A quiet area or sensory-friendly space for neurodiverse clients or kids

“Let's address human needs first . . . Giving someone a snack or a bottle of water can shift the whole experience.” — Dr. Kemba Marshall

4. Build Relationships with Local Support Resources

Keep a list of:

• Local spay/neuter and low-cost clinics

• Pet food pantries

• Grant programs like the AVMF’s client care fund

• Interpreter services or community health workers

Having these resources at the ready builds trust and allows your team to offer real solutions in difficult situations.

5. Ask for Accommodations During Scheduling

At the time of appointment booking (online or by phone), ask:

• What language would you prefer we use?

• Do you need any accessibility accommodations?

• Is there anything we should know to make your visit more comfortable?

These questions not only help your team prepare—they show clients that you care.

6. Train Your Team in Cultural Competency

Offer regular DEIB training that includes real-world client scenarios. Use case studies and roleplay to help staff practice inclusive language, de-escalation, and empathy-based care.

“We need to do things differently and think creatively about what our clients need.” — Dr. Valerie Marcano

Resource Spotlight: Diversity, Equity, and Inclusion in Veterinary Medicine

In our ongoing exploration of strategies to foster diversity, equity, inclusion, and belonging (DEIB) within veterinary medicine, it's essential to highlight resources that provide actionable insights. One such resource is the book, Diversity, Equity, and Inclusion in Veterinary Medicine, edited by Dr. Kemba Marshall.

Diversity, Equity, and Inclusion in Veterinary Medicine features 26 chapters, each focusing on a key DEIB concept, complete with definitions, significance to veterinary practice, and real-world applications. The book covers topics such as access to care, unconscious bias, cultural competency, and community engagement with diverse populations, including First Nation, queer, and neurodiverse communities. ​

This publication serves as a valuable tool for veterinary professionals committed to creating inclusive environments. By integrating the strategies outlined in Dr. Marshall's book, individuals and organizations can take concrete steps toward building a more diverse and equitable veterinary community.​

For more information or to pre-order the book, visit Wiley's website.

Final Thoughts

Serving diverse clients isn't just about delivering quality medicine—it’s about building trust, understanding, and respect in every interaction. DEIB in client care is not a separate effort—it is part of what makes us better clinicians and better teams.

When we treat clients as whole people, and when we listen, accommodate, and invite them into the care process, we don’t just improve outcomes. We create belonging.

Next in the Series

In our final post, we’ll turn to the future—exploring what it takes to build a stronger, more inclusive veterinary pipeline, from mentorship and education to long-term career support.